Designing the Customer-Centric
Organization: A Guide to Strategy,
Structure, and Process (Jossey Bass
Business and Management Series) by
Jay R. Galbraith
Comprehensive, In-Depth, Thoughtful Book!
Designing the Customer-Centric Organization offers today???s business
leaders a comprehensive customer-centric organizational model that
clearly shows how to put in place an infrastructure that is organized around
the demands of the customer. Written by Jay Galbraith (the foremost
expert in the field of organizational design), this important book includes a
tool that will help determine how customer-centric an organization is- light-
level, medium-level, complete-level, or high-level- and it shows how to
ascertain the appropriate level for a particular institution. Once the
groundwork has been established, the author offers guidance for the

process of implementing a customer-centric system throughout an
organization. Designing the Customer-Centric Organization includes vital
information about structure, management processes, reward and
management systems, and people practices.
Personal Review: Designing the Customer-Centric
Organization: A Guide to Strategy, Structure, and Process
(Jossey Bass Business and Management Series) by Jay R.
Galbraith
In contrast to product-centric, a customer-centric firm must be organized
around the customer. This means going further than "customer focused"
initiatives. This comprehensive, in-depth and thoughtful book begins by
exploring the structures and philosophy involved in being customer-centric.
Galbraith then details the different types of customer relationship
strategies, following which he offers a guide to determining the level of
customer-centricity (three levels are proposed) that would best serve the
reader's company. The specific elements for achieving each of the three
levels, from lightest to most intensive, are presented, along with guidelines
for implementing actions ("solution strategy") required. Solution strategies
vary by scale and scope, depending on the intensity of customer-centricity
needed.
In all, the book delves into ways that organizations can design their
strategy, structure, and processes to strengthen their position in the market
and grow. Technology, with emphasis on its implementation and
connectivity with customers, gets major attention. Much of the book
presents engrossing cases (IBM, Proctor & Gamble, Nokia), which are
extremely informative and provide a plethora of insights. This is an
outstanding work in its content, organization of material, and style of
writing. Very highly recommended.
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Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and
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